Bilingual Customer Service Specialist

Maximus•San Antonio, TX

72d•Hybrid

About The Position

Maximus is currently hiring Bilingual Customer Service Specialist (Spanish & English Calls) to join our team! This position is responsible for supporting our Health Texas project by providing customer care and benefit enrollment services via telephone, IVR and web-based portals. Maximus provides paid, comprehensive training that equips our CSRs with the highest levels of knowledge and professionalism. We invest in your success from day one! Enjoy a $1/hour pay increase once you have completed training. These are full-time, hybrid roles - you will begin training on site for the first week and then have the option to work from home. There may be times you will be asked to report to our location in San Antonio, TX due to business needs.

Requirements

High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
Must be fluent in English and specified secondary language.
Must be able to demonstrate logical problem-solving skills, capacity to multi-task, and proficiency to utilize the client approach to troubleshoot
Proficient in managing repetitive and high-volume calls
Proficient typing skills
Consistently showcases a strong sense of urgency and performs well under pressure
Strong organizational and work prioritization abilities
Skilled in the use of Teams
Fundamental computer proficiency in Windows and/or Mac
Available to work any 8-hour shift Monday to Friday from 8:00 a.m. to 6:30 p.m. (Central Time)
Bilingual candidates must pass a bilingual assessment
Must be able to work onsite first week of training
Must be able to complete classroom and on-the-job training with no time missed
Workspace must be quiet, free of distractions, and no background noise
Workspace must be able to hold 2 monitors, laptop, keyboard, mouse, and docking station: Maximus will provide equipment
Web camera is required for all Maximus and agency staff during training, meetings, or as requested by management with expectation of participation, adequate lighting and visibility
Internet must be a traditional, wired high-speed connection such as cable or fiber
Must be able disable modem firewalls to ensure proper VPN and product access
High-speed internet service is required, with minimum of 20 Mbps download & 5 Mbps upload
Required to connect the ethernet cable directly from the modem or router to computer
Wi-Fi connections through cellular networks, mobile hotspots, fixed wireless, or satellite are not permitted
Work-from-home staff may be required to work on-site for those who fail to meet the work-from-home guidelines and/or whose performance is not at an acceptable level
Must work and reside within Texas
Must live within 70 miles of office site: San Antonio, Texas

Responsibilities

Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat functions, or other approved contact channels in accordance with performance standards, policies, procedures, and confidentiality and privacy requirements.
Provide accurate information regarding programs and services to consumers, prospective enrollees, individuals acting on behalf of enrollees, health plans, and providers.
Track, document, and record all customer interactions, inquiries, complaints, comments, actions taken, and transactions in applicable systems.
Complete associated tasks and transactions according to established guidelines to ensure accuracy and completeness.
Navigate multiple computer systems while interacting with customers and perform data entry accurately.
Facilitate fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
Transfer or refer customers to appropriate internal or external entities in accordance with established guidelines.
Address customer inquiries and resolve routine issues to ensure appropriate actions or updates are completed.
Escalate unresolved, complex, or sensitive issues or grievances to designated staff or departments for further investigation or resolution as needed.
Facilitate translation or interpretation services for non English speaking customers according to procedures.
Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
Meet Quality Assurance (QA), productivity, and other key performance metrics.
Attend required meetings and trainings and maintain up to date knowledge of all programs, systems, policies, and procedures.
Perform other related duties as assigned by management.

Benefits

Training Completion Pay Increase – Successfully complete our paid training program and receive a $1.00 per hour increase to your base pay.
Professional Development Opportunities- Participate in training programs, workshops, and conferences.
Maximus Wellness Program and Resources - Access a range of wellness programs and resources tailored to your needs.
Employee Perks and Discounts - Additional benefits and discounts exclusively for employees.
Tuition Reimbursement - Invest in your ongoing education and development.
Recognition Platform - Acknowledge and appreciate outstanding employee contributions.
Holistic Wellness Support - Access resources for physical, emotional, and financial wellness through our Employee Assistance Program (EAP).
Paid Time Off Package - Enjoy PTO, Holidays, and sick leave, along with Short- and Long-Term Disability coverage.
Future Planning - Prepare for retirement with our 401K Retirement Savings plan and Company Matching.
Comprehensive Insurance Coverage - Choose from various plans, including Medical, Dental, Vision, Prescription, and partially funded HSA. Additionally, enjoy Life insurance benefits and discounts on Auto, Home, Renter's, and Pet insurance.
Competitive Compensation - Quarterly bonuses based on performance